How to Create a Report that Shows both Duration and Time Worked for Cases Assigned to a Group

[cwillard]

I am trying to create a report for an assignment group that displays both the average duration their cases are open and the average time they spend actually working on a case. Is this something I can do in a single report? Additionally, I have played around with each one individually and when I try to use the "time worked" field it doesn't display any data. 

Thanks!

[Community Alums]

Hi @cwillard ,

You'll first need to create a metric on the Metric Definitions table. If you navigate to Metrics > Definitions and filter the Table column for *case, you'll see that there is already one metric for Assignment Group Duration for HR Case. You can use it as the basis for creating the one for assignee.  

Here's a link to the Docs page for creating a metric: Define a metric

Now, here's the tricky part...you'll report on the METRIC table. Not Metric Definition. 

One other thing, because there's so much security around HR, you may also need to Allow a Restricted Caller access record the first time a Case is assigned. I'm guessing the call will already be allowed because of the existing metric, but check to be sure.

[Billylofrt]

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